[Edaily Reporter Lee So-Hyun ] Kakao(035720)has begun fully implementing generative artificial intelligence (AI) into the customer service feature of its KakaoTalk channel. Whereas previously responses were based on pre-registered answers provided by the business, the AI will now directly generate responses tailored to the intent and context of customer questions by leveraging information accumulated on the KakaoTalk channel, such as store details, menus, and recent updates.

Kakao announced on the 29th that it has updated “Kanana Consultation Manager,” an AI chat service available to businesses on KakaoTalk Channels.

Kanana Consultation Manager is an AI consultation service that automatically responds to customer inquiries received through Talk Channels.

The core feature of this update is the generative AI-based response function. Previously, responses were based on answers pre-registered by businesses, but now the AI generates responses by synthesizing registered answer information with store details, menus, and recent news posted on the Talk Channel.

The company explains that even for the same question, the AI can vary its phrasing to match the conversation’s context and situation, and it also supports simple, everyday conversations to create a more natural customer service experience.

Chat Channel Updates Automatically Reflected in Responses

Features designed to reduce the administrative burden on business owners have also been enhanced. When information on the channel homepage, news feed, or menu is updated, those changes are automatically reflected in Kanana Consultation Manager’s response data. This eliminates the need to manually edit each response individually.

The process for registering responses has also been simplified. Business owners do not need to write responses in complete sentences; even if they enter only short answers or key information, the AI will transform them into natural chat responses.

A feature has also been added that allows business owners to review responses before they are displayed to actual users. By asking a question directly in the “AI Response Preview” chat window or clicking on recommended keywords in the “AI Chat Preview,” business owners can preview and edit the responses the AI will generate.

Among frequently asked questions, those without registered answers yet are recommended by keyword in the “Increase Answer Rate” section. You can also view consultation status statistics on the management page.

Direct Connection to an Administrator During AI Chat

The user’s chat experience has also been improved. When a customer sends a message, a “Typing…” indicator appears at the bottom of the chat window to let them know the AI is preparing a response.

Additionally, if a user requests human assistance by saying something like “I’d like to speak with a manager” or “Please get the manager,” a “Call Manager” speech bubble appears. Clicking this button allows a manager to take over the consultation directly.

Hwang Jun-yeon, Domain Leader at Kakao Business, stated, “We updated the Kanana Consultation Manager to reduce the burden of customer service for business owners, such as small business owners, and to provide users with a more natural and accurate consultation experience.” He added, “We will continue to enhance the service to support the business activities of Talk Channel merchants.”